Bad service!

I'm so disappointed with the service I got today at the Diepkloof Square store. I had an Item to return (Refund)today and was assisted by Zandile Sadiki. I had used two cards to pay for the laybye (My debit and credit card). For me to get a refund I was told I need to present those two cards which I didn't have in my possession. I asked in an event where a card is lost does that mean I won't be assisted as card numbers change from time to time when a replacement is done. She literally told me she's not sure what happens then. By so saying I had to see myself out the store as she had no interest in finding out for me what happens if the card is not in my possession. Is this a policy that Ackermans has in place or it's just something the store created for themselves because, it's such an inconvenience and bad service. If i had presented the card what was going to happen? Was it going to be scanned or something? It's not like the refund due was going to be credit back into my bank account. Was she not supposed to ask if I had used the Ackermans store card or my own bank card? I am really not happy with this, it's just nonsense.